Michelle was great, spending extensive time going through each gas insert possibility that would replace my wood burning fireplace. She gave me advice on aesthetic as well as practical features and then reduced the price by nearly $1000 so that it beat all of the other quotes that I'd been given. There was a production delay on the (Vancouver Island produced) insert which had nothing to do with BC Fireplace and just as she'd promised, the insert arrived a day before Thanksgiving and warmed the long weekend! read more

So I had to wait a few weeks to get an appointment with this company, but I gladly did so, as BC Fireplace was recommended to me by my trusted home inspector as well as a fireplace installation company who was onsite at my condo. My fireplace wasn't working and with the temps getting colder outside, I really needed heat in my place. Immediately! lol! The tech, Josh, was a bit early for our appointment (they give you a 3 hour window when the tech will arrive), and I was happy that he was more than prompt! And he was very professional and experienced (although I could have lived without him repeatedly telling us how "basic" and, essentially, cheap and outdated our fireplace is, considering we just moved to our condo and it's all new and upscale to us!). But he fixed the problem (installed a new pilot light), and even cleaned the glass and vacuumed the fireplace interior. Nice! Why am I giving this place a mediocre rating, one might ask? When I had booked the appointment, the lady on the phone quoted me a base price of $159 for the visit then parts and labor. Josh was here for an hour (part of that time was spent going back to his truck for a part, then using the washroom), and the pilot part he installed cost $284. But I see on the invoice that I was also charged $79.50 TWICE (i.e., $159) for two "15 minute increments" of service. So.... apparently the base charge of $159 I was quoted on the phone only covers 30 minutes, and then it's $79.50 for every 15 minutes afterwards. I wish I had been told this on the phone. It's misleading for the phone scheduler to only quote the $159 service charge. VERY misleading. So, beware! This company will fix your fireplace problems, they come recommended by others in the field, and they guarantee their work and parts (60 day warranty). But their pricing structure is not divulged clearly (or at all) upfront, and that, for me, raises red flags. read more

Avoid this company. They are the worst of the worst and I have to sue them in order to recover the money that they charged me and the money it cost me to have their lousy workmanship and faulty parts replaced. STAY AWAY read more

I had a sudden break-down of my fireplace just as I'm selling my condo and, when I explained the situation, BC Fireplace was able to fit me in quickly. Josh arrived early and did a fantastic job. I'm so grateful. I would most definitely use them again. read more

We are very unhappy with this company: they do not provided the good service but charged a lot!!!! Customer service is arrogant and not helpful. read more

We purchased a new fireplace from them and the service was top notch. Everyone we dealt with from sales to installation to finishing did their jobs like real professionals. The whole job was done in two visits and we couldn't be happier. The overall price was also quite a bit lower than I initially thought it would be. Thanks Everyone. read more

A very disappointing experience. They took my $3,500 deposit under false pretenses and then the salesman (Tom) lied to cover himself. Got my money back promptly, but dealing with Tom over the last 5 months has been a complete waste of time. Contacted him back in July, interested in purchasing a ductless AC unit and a gas fireplace insert for our home. They were very busy at the time with AC sales and no rush on the fireplace insert, so ok, will contact them in a month. Call back Tom, he tells me about a new kind of AC unit, we discuss details and some options, but then he's going on vacation, so ok follow-up with him when he comes back. Contact Tom when he comes back, get estimates for electrical and discuss with Tom. Our attic master bedroom has no heating, so we need this unit to provide heat in this cooler weather. He advises put down a deposit so he can bring in the AC unit, and he will schedule the installation in 2-3 weeks. Accepted the contract and put down $3,000 deposit Oct 15th, another $500 on Nov 3rd. No installation date scheduled after 3 weeks so I start asking for updates. The response was that they want to focus on fireplace sales right now, so install will now be mid January, NOT the 2-3 weeks promised by Tom. The worst part is, now total silence from Tom, he's not only letting someone else clean up his mess, he's lying to them to try and cover up the problem he has made. Very disappointing and unprofessional. The ironic thing is, another one of their salespeople was supposed to call me back for the gas fireplace insert I wanted to buy back in July, but never heard back from them either. read more

Second visit a year later was fairly smooth. The tech was friendly and got the job done in reasonable time. They accidentally disabled the fireplace switch but got it fixed in the end. Updating this to 4 stars as the second visit went well. They overall do good work. Just make sure you watch the time when they start/finish so you don't get overcharged. read more

I am appalled at the exorbitant prices for service. LIke another reviewer, the time that I was charged seemed greater than the time the technician was in my suite. And, he took a long time to go find a part in his van, which was at least another 10 minutes. And I would say the fans are unreliable too, as I just paid $787.50 for the installation of a new fan, given my other one had given out, and this on top of a $347.28 fee for finding out why my fireplace wasn't working. Very costly and though it is nice to have the fireplace working, I will definately look elsewhere for service read more

I would never purchase another product or service from BC Fireplace. Last year, I purchased and had installed a new fireplace insert from the company at a cost of about $4,500. After using the fireplace and while the unit was still under warranty, I observed a heavy whiteish/brownish residue on the inside of the fireplace's glass door. When I called BC Fireplace to see if a repair person could check out the residue problem, I was told that residue is normal and that it's up to the owner to remove. That would be okay, but cleaning the glass requires removing screws then lifting the glass frame assembly off of the fireplace to access the inside of the glass. It's not a quick, simple process. Now, this onerous requirement might have been okay had anyone from BC Fireplace told me that the residue was normal condition, advised me that it was my responsibility to correct, and showed me how to do the cleaning. But neither the sales people nor the installers advised me of such. Of course, had they suggested that the fireplace replacement carried a high-maintenance requirement, I would not have purchased it. Oh, one more thing. I asked about having someone from BC Fireplace come to my home to check out and correct the residue situation. BC Fireplace would do it...at a price: About $160 just for the visit. I regret making this purchase from BC Fireplace. read more

I went to BC Fireplace to inquire about getting a gas insert for my fireplace. It is appalling that "they no longer go out to provide estimates because they are very busy"! Can you believe thatIII I am talking about a $5000 expenditure and not $500. They will recommend what you need according to your measurements and pictures of your fireplace. What if I incorrectly measured the fireplace? The manufacturer (Regency) offered a saving by providing the venting unit for free. BC Fireplace said the saving was $195 and another place said was $500. Because of the discrepancy, I decided to phone Regency who told me the saving depends on what kind of venting unit I would need for my fireplace (chimney) and it can be any where from $200 to $500. I emailed BC Fireplace about my contact with Regency and asked why they are using a cheaper venting unit than the other place. The Sale manager, Michelle, just laid it into me for contacting Regency directly and that Regency has no right to disclose retail price to customers. I emailed back and told them that in no way did Regency disclose and retail price. They were just telling me the value and nature of the so called saving that they pass on to their customers via BC Fireplace. I took my business to Kirkland who came out to my house to give me an estimate, gave me a very good price and best of all installed it the next day! The installation was super. The workers were respectful to our house. I think BC Fireplace's popularity and high demand will become a demise to their business if they are not too careful. Moral of the story....the most popular and busiest, does not mean the best. read more

We purchased a regency fireplace through BC Fireplace so I am not sure of the responsibility lies w Regency or BC Fireplace, either way It is rubbish. Customer service is appalling, we have had problems since the first year it was installed. The fans are unreliable and repairing/replacing is very costly, and comes with a 60 day warranty. We always try to buy Canadian but this has been so disappointing. read more